Because Big Adventures Need Great Support

All the Planning, Problem-Solving, and Preparation That Lets You Focus on the Journey

As our number of travellers grows, so does the team behind them. Meet our expanded Customer Service crew - experienced travel experts who are on hand to answer customer questions, solve problems, deliver 24/7 on-trip support, and take care of the logistics behind the scenes, leaving you free to focus on the journey ahead.

The Story Behind the Support

The last few years have been a big deal for travel. More people than ever are lacing up their boots, buckling on a helmet, and heading off to see what’s waiting around the next bend with their own two eyes. We love to see it.

At Macs Adventure, our goal will always be to support people who want to travel independently, with expert help quietly working behind the scenes. You bring the sense of adventure, and we bring the expertise, planning, and support that make it all feel effortless.

As our community of travellers has grown, so has the need for extra support to make sure every trip runs like clockwork. That’s where our teams come in.

Our Sales team is now a laser-focused crew dedicated to matching you with the perfect trip. They listen to what you want, share their destination expertise, and help you choose the adventure that fits you best. Think of them as the spark that gets your journey started.

And then comes Customer Service.

If Sales sets the spark, Customer Service keeps the flame steady.

Our expanded Customer Service team takes over once you’ve booked, handling the execution, prep, and all the helpful little details that turn a great plan into a great adventure. They’re the friendly voices at the other end of the phone, the calm problem-solvers, and the people making sure everything is lined up before you even take your first step.

Got a practical question? They’ve got you. Feeling a few pre-trip jitters? They’re happy to talk it through. From pre-trip prep, to on-trip support (24/7), to post-trip feedback, they’re with you every step of the way - handling the logistics behind the scenes, so your only job is to enjoy the journey ahead.

Meet The Team

Don’t be surprised if you hear a few different friendly voices on the phone or see a new name signing your emails. That’s because our Customer Service team really is a team. They are a well-oiled crew working together, swapping notes, solving puzzles, and making sure you get the answers you need without missing a beat.

Meet Some of Our Members

Meet: Emma

Emma brings timely communication and a whole lot of heart to the Customer Service team at Macs. Emma loves the Fife Coastal Path and has walked it countless times throughout the years. She loves to chat anything regarding what to pack and wear on your holiday, any transfers or public transport questions, and is always there to calm nerves. We call her our pro on the phone, and she’s organized in the office and out of the office, having moved homes every year since 2017!

Meet: Yannis

Yannis brings a deep confidence in alpine travel to the Customer Service team. He has a wealth of knowledge and has done our Tyrolean Alps: Garmisch to Innsbruck trip, our Rota Vicentina trip, and our Across the Alps: Bavaria to South Tyrol trip. He loves chatting all things alpine: the best time to go to the alps, how to prep for your trip, and what gear and food to bring on your journey. Outside of work he is a real pro in the kitchen and you can find him making homemade pizza in his at home pizza oven!

Meet: Swenja

Swenja is your go to girl when it comes to international experiences. She has done extensive walking in Germany, and loves to talk all things pre trip prep, making sure your app and booking is exactly what you expect, and solo travel tips. She is truly a globe trotter, having worked in 5 different countries: Germany, Belgium, Luxembourg, Spain, and The Netherlands.

Meet: Erin

Erin is our Customer Experience Manager and it is no question why she holds that title. She spends her time at Macs training the Customer Service Specialists, sharing her incredible knowledge of customer service, speaking on the phone, and supporting all things Macs. She has been at the company longer than anyone else on the team. She has completed 10 trips and truly deserves the triple crown, having conquered the TMB, WHW, and Camino. Erin is someone you would always want to celebrate with, especially since a fun fact about her is that she can open a bottle of wine with her shoe.

Still a bit stuck on who does what? Here is a list of just some of the things our Customer Service team tackles:

• App Questions
• Account Support
• Any changes needed to your booking
• Pre Trip Questions (any questions, any at all! There is no such thing as a silly question here)
• Any questions while you are on trip
• Confirming your arrival and departure details
• Payments

And this is just a glimpse. Our Customer Service team is here for whatever comes up, whenever it comes up, so you can travel knowing you’re in very good hands.